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Fix "Sorry, we can't retrieve complete payroll..." error in QuickBooks Online Accountant

SOLVEDby QuickBooksQuickBooks Accountant Online2Updated over 1 year ago

Learn what to do if you see this error when you run payroll in Quickbooks Online Accountant.

If you or someone at your firm sees the error, "Sorry, we can't retrieve complete payroll information for some clients right now," don't worry. The Move clients to wholesale button will also be grayed out.

You need to update your user permissions so you can access your firm's billing info.

Give users the right permissions

Update the permissions of the user who saw the error:

  1. In QuickBooks Online Accountant, go to the Team page.
  2. Find and open the user's profile.
  3. Go to the Firm Administration and Books tab.
  4. In the Your Firm Administration section, change their Firm information and Subscriptions and billing access to Edit.
  5. Select Save and close.

After you update their permissions, ask the user to sign out and sign back into QuickBooks Online Accountant.

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